Are you ready?

The customer experience landscape is transforming rapidly, driven by the rise of AI and evolving customer expectations. At the same time, CX ratings across the industry are on the decline, and the pressure to reduce costs has never been greater. The risk of falling behind is real.

But you don’t have to navigate this change alone.

I’m HERE TO HELP

You need a partner who has been where you’ve been.

👋 Hi, I’m Tanner, Founder and Principal Consultant at NextGen CX. With almost 20 years in CX, I’ve seen what works, and more importantly, what doesn’t work. I’ve led teams and worked on initiatives in QA, Insights, AI implementations, VoC, and more for innovative companies like eBay, Thumbtack, and Facebook.

START HERE

Start with my free NextGen Readiness Assessment to get a comprehensive picture of your CX program.

FREE!

GAIN INSIGHTS

💡 See where you land on your readiness journey

💡 Gain clarity on all aspects of your CX program

💡 Understand critical gaps in your strategy

💡Plan for AI in your organization

What’s included

✅ Assessment based on my 7 Pillars of CX Excellence

✅ Help center and self-service review

✅ AI Readiness Score

✅ Full PDF report

✅ 30-minute consultation

DON’T WAIT

No strings attached, just actionable insights to improve your CX program’s ROI. Ready to see where you CX program stands?

HERE’S HOW IT WORKS

  1. Get Started: Fill out the form, and I’ll send you a link to the full assessment.

  2. Take the Assessment: Take a few minutes to tell me about your current CX program.

  3. Receive Your Tailored Report: In just 1-2 business days, you’ll receive a personalized CX Readiness Assessment with actionable insights delivered straight to your inbox.

  4. Review the Results: Schedule a free 30-minute session with me to go over the results, discuss best practices, and talk through any gaps or opportunities identified.

The 7 Pillars of CX Excellence

  • Voice of the Customer

    Capture, organize, and leverage customer feedback and insights as the cornerstone of your CX program. Everything you build—whether it’s content, technology, or agent interactions—must be rooted in a deep understanding of your customers' needs and wants.

  • Content

    Deliver high-quality, accessible content, such as clear help center articles, educational videos, and webinars, to empower your customers and enable AI.

  • Empowerment

    Focus on the continuous development, coaching, and autonomy of your employees to ensure they deliver exceptional service and manage complex customer issues with confidence

  • Leadership

    Cultivate a strong, customer-centric culture with leadership practicies that prioritize and champion CX across the organization.

  • Intelligence

    Leverage data to guide your CX strategies, create personalized customer journeys, and demonstrate ROI to leadership.

  • Technology

    Implement modern, integrated technology solutions that enhance the customer experience, not add unnecessary layers to it.

  • Design

    Apply human-centered design principles to craft customer journeys that are intuitive, engaging, and aligned with digital-first expectations.

UNDERSTAND THE FRAMEWORK

Download my NextGen CX Readiness eBook to read about the 7 pillars of CX Excellence with some practical advice on how to build a CX program ready for the future.